Service Desk Analyst

SummaryAt HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.We want to maximise the potential of everyone who chooses to work forus and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with theexperience and skills needed to perform this role.As HMRC expands its digital offering for customers and increases take up of these services it is vital that customers are supported through their interactions with the Department. This role is to provide specifictechnical support when customers encounter problems using our digital services. The team helps customers resolve their issues working with Developers and Digital Service Managers to fix any problems identified. The team act as tier 3 customer support.The GovernmentGateway (GG) Service Desk forms the day-to-day single point of contact between the Business owners and its customers for reporting Incidents and making Requests for Change. As such, the Government Gateway Service Desk is responsible for keeping GG reliantparties informed of events, actions and opportunities that are likely to impact their day-to-day activities, providing an essential interface with IT operational staff and other supporting Referral Groups.The objective of the GG Service Desk is to providea focal point for all customers of GG, dealing with problems, questions and requests in order to help them get the best out of the service. It also acts as an interface for other activities such as Service Level Management and the dissemination of information,in order to deliver the high quality support, critical to achieving the business goals of our customers.The GG Service Desk is available 24x7. The GG Service Desk will be available from 08:00-18:00 Monday-Friday (excluding Bank Holidays). Calls received between18:00-08:00 and at weekends and Bank Holidays will be handled by on call staff.Job descriptionAs a Service Desk Analyst you will be able to interact with customers and be a working operative.You will perform tasks such as taking calls from customers and tryingto resolve their queries. You will escalate issues to your manager. Provide clear and accurate advice and solutions to customer incidents. Work with the Scrum team and DSMs to identify workarounds and solutions to achieve the best outcome for customers andcost effective solutions for HMRC. Identify incident trends and escalate for problem resolution. Publish and review external service issues messages to keep customers informed. Promote creative ways to solve incidents, provide solutions and ensure continuousdigital improvement. Assist with the effective handling of complaints. Work with the wider team to set priorities and manage work to meet the needs of the customer and the business. Identify and promote continuous service improvements ensuring that it is atthe heart of everything we do.ResponsibilitiesSkills and Knowledge RequiredMaking Effective Decisions:Being objective; using sound judgement, evidence and knowledge to provide accurate, expert and professional advice. It means showing clarity of thought, settingpriorities, analysing and using evidence to evaluate options before arriving at well-reasoned justifiable decisions.Delivering at Pace:Focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes.It's about working to agreed goals and activities and dealing with challenges in a responsive and constructive way.Changing and Improving:Being responsive, innovative and seeking out opportunities to create effective change. It's about being open to change,suggesting ideas for improvements to the way things are done, and working in 'smarter, more focused ways' Is conversant with the processes used to support the client services skill (e.g. CRM system). Has practical understanding of the activities of the employeror client and appreciates the importance of the client service task within the business. Is capable of planning small assignments and organising own work effectively. Demonstrates a responsible and disciplined approach, even under pressure. Has very good communicationand negotiation skills. Has a positive attitude towards diversity principles. Takes an analytical approach to problem solving. Is familiar with the concepts and practices required to implement effective IT solutions, particularly those employed in own organisation.Aware of the subject matter and has an understanding of what it involves. Has an awareness or understanding of user experience analysis and its principles. Can see the purpose of user stories and focuses on user needs. Understands users and can identify whothey are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs, and engage in meaningful interactions and relationships with users. Puts users first and can manage competingpriorities. Tracks, logs and corrects information to protect assets and components. (Top Level: Conducts the lifecycle management for assets including hardware, software, intellectual property, licences, warranties. This includes managing usage, disposal,compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. Helps to improve investment decisions and capitalise on opportunities. Complies with international standards for asset management. Documents information relatingto the assets including identification, classification and specification of all items, and information related to storage, access, versions. Is able to apply status accounting and auditing in line with relevant criteria). Aware of the importance to considerdeveloping process efficiency and common ways in which processes are optimised. Supports specific activities to improve development processes. Able to spot or identify obvious deficiencies. (Top Level: Identifies and explores opportunities for service andbusiness improvement. Drives the analysis, identification, prioritisation and implementation of improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services. This includes recognising the potential for automationof processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed). Resolves user requests to a minimum of the agreed service level agreement. Able to empathise with the end user. Uses customer-focusedmetrics to achieve a satisfying outcome. (Top level description - Manages customer service functions, responding to issue reports, information requests, access etc.SFiA Core Skills: Customer Service Support Level 2 Responds to common requests for service b